Customer & Sales Support Manager
What can you expect in this role?
In this role, you will be responsible for the EMEA wide Sales Support and Customer Service for the LPD (Livestock, Poultry, Dairy) & Water lines of business. This includes order handling -direct & export for Customer Service as well as all Sales Support activities including tender and contract management. You’ll be expected to go into our Hoofddorp HQ 1-2 days per week.
You will be overall responsible for the assigned Customer Support Team(s) and assigned duties related to supporting the customer journey to the highest customer satisfaction. This includes hiring and supervising customer and sales support staff, analyzing individual performance and providing feedback and coaching, you’ll manage a team of x3 supervisors with an overall team size of 22 consultants.
This position is responsible for aligning the activities, goals and key measurements of the customer support team resources with the business strategies of each of the businesses to result in overall customer satisfaction with smooth and consistent processes in these day-to-day businesses. Process/training implementation will be necessary to support the business areas as effectively as possible.
You’ll ensure the team utilizes the tools to identify and resolve issues quickly and efficiently using troubleshooting techniques. You’ll look to promote continuous improvements to processes, workflows, and organizational structures as well as being responsible for implementing changes and providing optimum service to our customers.
What you need to succeed:
- People management (direct/indirect as well as managing managers) with demonstrated experience required. Experience in coaching / mentoring people required
- Solid customer service experience in BTB environment
- Knowledgeable with SAP tools & processes, SalesForce.Com and MS applications
- Strong track record of Business Process Improvement and process optimization in teams including but not limited to creating training documents & SOPs
- Comfortable working in an international setting
- Confident decision maker with the ability to work independently as well as a strong collaborator
- Strong internal stakeholder management & communication
- Fluent in English, additional European languages are advantageous
- Strong analytical skills necessary resulting in clear and concise reporting
- Excellent people skills, leading by example
Why IDEXX?
We’re proud of the work we do because our work matters. An innovation leader in every industry we serve, we follow our Purpose and Guiding Principles to help pet owners worldwide keep their companion animals healthy and happy, ensure safe drinking water for billions, and help farmers protect livestock and poultry from diseases. We have customers in over 175 countries and a global workforce of over 10,000 talented people.
So, what does that mean for you? We enrich the livelihoods of our employees with a positive and respectful work culture that embraces challenges and encourages learning and discovery. The commitment and involvement of employees united by the positive energy driven by IDEXX contributes to the company's dynamic growth. A significant percentage of this growth comes from our European markets, which are rich in diversity (languages, cultures, working methods, etc.). At IDEXX, you will be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement.
Let’s pursue what matters together.
IDEXX values a diverse workforce and workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.
IDEXX is an equal-opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state, or federal laws.
Top Skills
What We Do
10,000 people, one global focus - enhancing the health and well-being of pets, people, and livestock
We are passionate about what we do at IDEXX – and why wouldn’t we be? When you’re working to raise the standard of care for pets, make drinking water safe for billions and keep our livestock population around the globe healthy and free of disease, it’s no wonder that what we do each day is more than just a job. There’s an energy across IDEXX that is contagious – where caring and committed people come together to make things better.
IDEXX Laboratories, Inc. (NASDAQ: IDXX), a member of the S&P 500, is a leader in pet healthcare innovation, serving practicing veterinarians around the world with a broad range of diagnostic and information technology-based products and services. Headquartered in southern Maine, we conduct operations through more than 70 locations around the world and serve customers in over 175 countries.
Our primary business focuses on pet health, a growing market around the world. Our products —in-clinic diagnostic tests and instrumentation, reference laboratory and telemedicine consultation services, and practice management software—enhance the ability of veterinarians to provide advanced medical care, improve staff efficiency and to build more economically successful practices.
We also develop and manufacture diagnostic tests and information for the global production animal industry, including poultry and livestock, as well as tests for the quality and safety of water and milk.
Please visit our website, IDEXX.com/careers, for further information and to view all of our job opportunities.
